- #Security measures
- #securitygovernance
- #InformationSecurity
- #DX
- #EMOROCO CRM Lite
- #CreativeCRM
- #Arcus Japan
- #CRM4.0
- #Corporate Psychology
- #Corporate Psychology
- #CRMDoctor
- #CRM・xRM
- #EMOROCO
- #Artificial Intelligence/Machine Learning (AI/ML)
- #Customer/Sales Strategy (SFA)
- #Customer Service Call Center (CS)
- #Marketing Automation (MA)
- #CustomerExperience
- #HAVE
- #Field Service (FS)
- #CRM
- #Case studies and model cases
How to design client management and case deadline management using EMOROCO CRM Lite for judicial scriveners and land and house surveyors.
Hello, this is Matsubara, CRM Evangelist.
"The deadline for the registration application was managed in the person in charge's notebook, and it got missed when they were on vacation."
"We didn't report on the progress until the client who requested the inheritance registration inquired, 'What's happening now?'"
"When the doctor in charge changed, the client said, 'Do I have to explain everything from the beginning again?'"
This is a common issue heard at judicial scrivener offices and land and house surveyor offices.
The work of a judicial scrivener or land and house surveyor involves the intersection of multiple timeframes, including "legal deadlines," "government office deadlines," and "significant life events for clients."
Real estate registration, inheritance registration, company formation, boundary demarcation—missing even one deadline in these matters can result in significant disadvantages for the client.
This article explains how to use EMOROCO CRM Lite to systematize client management and case deadline management for legal scrivener and land surveyor offices.
To organize the work structure of judicial scriveners and land and house surveyors.
Before designing the CRM, let's summarize the characteristics of the work of both professional service providers.
Registration work:
• Real estate registration (transfer of ownership, establishment and cancellation of mortgages, etc.)
• Commercial registration (company establishment, changes in officers, relocation of head office, etc.)
- Inheritance registration (mandatory from April 2024)
Preparation of documents to be submitted to the court:
- Petition for adult guardianship
- Filing for personal bankruptcy or personal rehabilitation
Other:
- Will drafting and estate settlement services
・Debt consolidation
[Main duties of a land and building surveyor]
Display registration:
- Land subdivision and consolidation registration
- Registration of new construction, extension, or demolition of a building
- Registration of change of land use
Surveying/determining boundaries:
• Boundary confirmation and boundary demarcation survey
- Land area correction registration
- Registration of condominium units
[Common features]
Each case has its own legal and governmental deadlines.
The client is at a "milestone in their life" (inheritance, buying/selling, building a new house, etc.)
- Multiple external parties, including local governments, legal affairs bureaus, and courts, are involved.
The cycle is: Consultation → Acceptance of the case → Case progress → Completion → After-sales support.
Field Design – 14 Fields Specialized for Both Professional and Academic Fields
Client (Consultant) Record
| field name | Types | Message |
|---|---|---|
| emotional temperature | Selection | Red = Hot / Orange = Warm / Blue = Cool / Light Blue = Cold |
| Client Status | Selection | Under consultation / Accepted / Case in progress / Completed / Ongoing consulting / Inactive |
| Source | text | Who referred you? (Referral network management) |
| Related real estate | text | Location, lot number, and house number of the property in question |
| Family composition memo | text | Heir relationships and family information in inheritance cases |
| Person in charge | text | Name of the assigned judicial scrivener/investigator |
| Narrative | text | "They seem to be in a hurry," "They are very anxious," "There are complicated circumstances between siblings regarding inheritance," etc. |
| Next response deadline | Date | When should we take the next action with this client? |
| Possibility of referral | Selection | High / Medium / Low / Not Rated |
Case record (linked to the client)
| field name | Types | Message |
|---|---|---|
| Project Type | Selection | Inheritance registration / Real estate sales / Company formation / Boundary determination / Adult guardianship / Debt restructuring / Others |
| Project Phase | Selective (BPF) | Acceptance of the case → Document collection → Application preparation → Application submitted → Completion |
| Legal deadline/application deadline | Date | The 3-year deadline for inheritance registration and the application deadline to the government office, etc. |
| Legal Affairs Bureau reception date | Date | Progress management after application |
| Expected completion date | Date | Delivery target for the client |
| Document collection status | text | List of required documents that have not yet been collected |
| Related organization | text | Legal affairs bureaus, government offices, courts, financial institutions, etc. that require action |
Business Process Flow (BPF) – Visualizing Project Progress
EMOROCO CRM Lite's BPF function manages the progress of projects as "phases".
Judicial scrivener version of BPF (inheritance registration)
Phase 1: Acceptance of the contract
Completion conditions:
□ Power of attorney has been signed and sealed.
□ Confirmation of receipt of retainer fee
□ I provided the client with a list of required documents.
□ Confirmation of the legal deadline (3 years from the date the inheritance began)
Phase 2: Document Collection
Completion conditions:
□ Family register transcript of the deceased (from birth to death)
□ Family register transcripts and residence certificates of all heirs
□ Fixed Asset Valuation Certificate
□ Inheritance division agreement (if required)
□ Certificate of seal impression (for all heirs)
Phase 3: Application Preparation
Completion conditions:
□ Completion of the registration application form
□ Confirmation and approval of application details by the client
□ Calculation and confirmation of registration license tax
Phase 4: Application submitted
Completion conditions:
□ Application to the Legal Affairs Bureau completed
□ Record of reception number
□ Progress report to the client
Phase 5: Completed
Completion conditions:
□ Delivery of registration identification information to the client
□ Issuance of the Certificate of Completion of Registration
□ Confirmation of receipt of payment
□ After-sales support settings
Land and building surveyor version of BPF (Boundary Demarcation Survey)
Phase 1: Acceptance of contract and on-site survey
□ Obtaining a power of attorney and receiving the initial payment
□ Collection of official land maps and land survey maps
□ On-site survey and measurement will be conducted.
Phase 2: Explanation to stakeholders and request for their presence
□ Contact the owners of adjacent properties
□ Scheduling of boundary confirmation meeting
□ On-site inspection by the municipal government (in the case of a public-private boundary)
Phase 3: Boundary Confirmation and Negotiation
□ Boundary survey completed
□ Signing and sealing the boundary confirmation document
□ Installation of boundary markers
Phase 4: Registration Application
□ Creation of a land survey map
□ Application to the Legal Affairs Bureau
Phase 5: Completed
□ Issuance of the Certificate of Completion of Registration
□ Delivery of deliverables (survey maps, etc.) to the client
Workflow Design – 7 Key Points for Deadline Management and Relationship Building
Workflow ①: Legal deadline alert for inheritance registration (most important)
(Mandatory registration of inheritance: within 3 years from the date the inheritance began)
Action: Create a task for the person in charge
[Inheritance Registration Deadline Alert]
There are 6 months left until the deadline for registering the inheritance for {Client Name}.
Legal deadline: {legal deadline}
Current phase: {Project Phase}
Document collection status: {Document collection status}
If not yet appointed: Confirm whether or not you can be appointed this month.
If already appointed: Check the progress of document collection.
Exceeding deadlines will result in disadvantages for the client and damage to the firm's reputation.
Inheritance registration became mandatory from April 2024.
Managing the legal deadline (within 3 years from the date the inheritance began) is a crucial workflow in terms of both accountability to the client and risk management for the firm.
Workflow ②: Document collection bottleneck alert
Action: Create a task for the person in charge
"The document collection phase for {Client Name} is
30 days have passed.
Uncollected documents: {Document collection status}
Please contact the client to check on the progress.
Are you having trouble obtaining documents?
Please say this to me.
Please also consider suggesting that we can obtain the necessary documents on your behalf."
Workflow ③: Progress report after application (to reassure the applicant)
Action: Create a task for the person in charge
"It has been one week since {Client Name} submitted their application."
Please report on the current progress.
Date of receipt at the Legal Affairs Bureau: {Date of receipt at the Legal Affairs Bureau}
Expected completion date: {Expected completion date}
Even a brief report is fine.
"The review process at the Legal Affairs Bureau is progressing smoothly."
The expected completion date is around {expected completion date}.
Simply contacting them will significantly alleviate the client's anxieties."
The period during which clients experience the most anxiety is "the time between submitting an application and receiving no contact."
Providing progress reports every seven days creates the impression of being a "meticulous firm," which leads to referrals.
Workflow ④: Designing after-sales support after project completion
Action: Create a task for the person in charge
"It has been one month since the completion of {Client Name}'s project."
Please contact me for after-sales support.
Project type: {Project type}
Confirmation items:
- Storage status of registration identification information and completion certificates
Are you experiencing any problems since then?
• Proposals for procedures that may be necessary in the future.
In the case of inheritance:
Check to make sure there are no other omissions regarding inherited assets or name changes.
In the case of real estate transactions:
Check if you are having any trouble with the procedures for your mortgage or fire insurance.
For company incorporation:
Explanation of situations requiring registration changes (e.g., changes in company officers, relocation of head office)
Completing the project is not the end goal.
Designing after-sales support to lead to future projects and referrals supports the long-term growth of professional service firms.
Workflow 5: Proactive proposals for secondary inheritance and related procedures after the completion of inheritance registration.
Action: Create a task for the person in charge
"It has been one year since the completion of the inheritance registration for {Client Name}."
Consider the following points when making proactive proposals:
Has the change of taxpayer for property tax been completed?
- Are there any assets whose division of the inheritance has not yet been completed?
Are you considering selling or utilizing the inherited real estate?
• The necessity of creating your own will
The annual "Follow-up Confirmation" contact
This fosters long-term consulting relationships.
Workflow ⑥: Periodic contact after boundary confirmation (for land and building surveyors)
Action: Create a task for the person in charge
"It has been two years since the boundary was determined for {Client Name}."
Please contact us for regular check-ins.
Confirmation items:
- Is there anything unusual about the condition of the boundary markers?
- Are there any boundary disputes with neighboring properties?
- Is a new registration required due to the extension or renovation?
"Have you had a chance to check the boundary markers that were installed the other day?"
That one word will keep the relationship going."
Workflow 7: Designing the Timing of Introductions
Action: Create a task for the person in charge
"My relationship with {Client Name} is very good."
This is the perfect time to ask for an introduction.
Project: {Project Type}
If you have relatives or acquaintances who are having trouble with inheritance, registration, etc.
If you know anyone who might be interested, we would appreciate it if you could introduce them to us.
Please convey that one phrase in a natural way."
Unique challenges: "Personnel changes" and "Managing multiple heirs"
Issue 1: Risk of changes in personnel within the office
In a legal scrivener's office or land and house surveyor's office, staff turnover significantly impacts the relationship with clients.
"Mr. Suzuki (inheritance case):"
There is a disagreement between the eldest and second sons regarding the division of the inheritance.
He appears calm on the surface, but there seems to be some lingering emotional tension.
Rather than a legal explanation, we want to resolve this while respecting the feelings of the family.
Those words really struck a chord with me.
Proceed at a careful pace, as rushing them will only cause resistance.
"The eldest son is the decision-maker, and the second son leaves the decision to his older brother."
By passing on this kind of information, the new person in charge can start from "where the relationship left off" rather than "starting all over again."
Challenge ②: Managing multiple heirs in inheritance cases
In inheritance cases, all of the multiple heirs become "clients."
Representative Consultant (Contact Point) Record
└── Record emotional temperature, narrative, and contact information
Other heir records (linked as related parties)
├── Heir A (eldest son)
├── Heir B (second daughter)
└── Heir C (third son)
Record everyone's contact information and intentions in a narrative:
"Representative: Eldest son (Taro Suzuki) - We want to proceed with the procedures proactively."
Second daughter (Hanako Suzuki) - lives in Tokyo; prefers documents to be sent by mail.
Third son (Ichiro Suzuki) - Seems reluctant to participate in the inheritance division; a thorough explanation is needed.
Dashboard Design – The screen that the director and staff check every morning.
View ①: List of projects with approaching deadlines
→ Prioritize displaying projects with a legal deadline or expected completion date within 30 days.
View ②: Cases that have been stuck in the document collection phase for more than 30 days.
→ Early detection of projects that have stalled
View ③: Distribution of the client's emotional temperature
→ The percentage of those below "Cool" indicates the quality of the agency's relationship management.
View ④: After-sales follow-up status for projects completed this month
→ Monitor the rate of follow-up after completion.
[Dashboard for Staff]
View 1: Today's/This Week's Task List
→ Actions automatically generated from the workflow
View ②: List of phases for your assigned projects
→ You can see at a glance which project is at which stage.
Differentiation from other professional articles—a design unique to judicial scriveners and land surveyors.
Taking into account the differences between judicial scriveners and land and house surveyors, there are three key design points specific to judicial scriveners and land and house surveyors.
① The strictness of "legal deadlines" —There are legal deadlines, such as the mandatory registration of inheritances and the deadline for registration applications, that, if not met, will result in disadvantages for the client. More so than other legal professions, the "accuracy of deadline alerts" is crucial.
② High "one-time nature of each case" —We handle events that clients only experience a few times in their lives, such as real estate transactions, inheritance, and company formation. Trust in the firm that has been involved in these "milestones in life" is deep. After-sales support and referral planning are key to long-term growth.
③ "Collaboration with related professions" — Judicial scriveners collaborate with tax accountants, lawyers, real estate agents, and banks, while land and house surveyors collaborate with construction companies, real estate agents, and judicial scriveners. Managing the referral network with CRM leads to a stable supply of new cases.
Summary: From "deadline management" to "relationship design"
For judicial scrivener and land surveyor offices, the use of CRM begins with the most basic management step: ensuring that no case deadlines are missed.
However, it doesn't end there. The key to increasing referrals, establishing consulting relationships, and growing the firm lies in designing a plan that fosters relationships with clients.
First, start by registering the statutory deadline and expected completion date in the project record.
The moment the deadline shifts from "the person in charge's notebook" to "organizational design," the credibility of the office changes.
Click here for a 30-day free trial of EMOROCO CRM Lite.
Digitalization and AI Implementation Subsidy 2026 Compatible Tool Number: DL07-0022934
Product Info:https://www.emoroco.com/
Related article
- The story of how a tax accounting firm achieved a 96% client retention rate through emotional connection: The day they created a system to "notice before clients leave."
- How to design client management and case follow-up for lawyers and law firms using EMOROCO CRM Lite
- How to automate deadline management using EMOROCO CRM Lite workflow automation for certified social insurance and labor consultants and administrative scriveners.
- Business Succession × EMOROCO CRM Lite — A complete design for "relationship asset succession" to pass on 30 years of customer relationships from founders to the next generation.
- The story of a company that eliminated weekly reporting meetings using the EMOROCO CRM Lite dashboard—a design that reduced monthly meeting costs from 8 hours to zero.
Related articles and pages
Person who wrote this article
Articles in the same category
-
One with One Marketing: Practical Application — Theory, Day by Day […] -
How to explain CRM 4.0 at a management meeting — "Another buzzword..." -
Checklist for Graduating from Excel Management — "I think I've reached my limit..." -
The limitations of continuing to manage sales using Excel templates — "It's convenient, but..." -
[EMOROCO CRM Lite Feature Introduction] Part 2: Enti[…] -
Reasons why you might not notice customers leaving — "I never thought so..." [...]